25 Assertiveness courses

Today's administrative professional needs flexibility and a broad portfolio of skills including self-motivation, assertiveness, and the ability to deal with difficult people. You will benefit from this course if you are an administrator, medical/legal secretary or PA, who wants to enhance your administrative support skills, as well as evaluating your existing techniques. This course will help you identify: * your areas of strength and your areas for improvement in the work environment * ways to accept new challenges and responsibilities with confidence * what motivates you at work * techniques to improve your planning and time management * ways of improving your influencing and assertiveness skills * your preferred working style (and relate it to your interaction with others) * ways of using your initiative * how to deal with challenging people, using recognised communication methods The course will help you develop a flexible set of skills that will allow you to succeed at work, no matter what the day throws at you. It will help you communicate effectively with a diverse range of colleagues and others with tact and diplomacy. And, finally, it will help you provide the administrative support that is essential for the smooth running of your area and of the organisation as a whole. 1 INTRODUCTION * Overview * Introductions * Individual objectives 2 WHAT EXACTLY IS YOUR ROLE? * Before looking at new skills and techniques, where are you now? Do you have the skills, knowledge and attitude required to be an exceptional administrator? * Understand your job criteria * Identifying your strengths and areas for development * Activity - skills analysis * Activity - action plan 3 BUILDING TRUST * How can you build trust? * Understanding the links between reliability, consistency and trust * What is required to deliver efficient service? * Activity: efficient service requirements of the professional administrator 4 WORKING STYLES * Identifying your working style preference * Understanding the importance of a flexible approach * Identifying areas of improvement to become a more effective team member * Activity: Questionnaire (completing, scoring and charting) * Activity: drawbacks of my style * Developing your working style 5 ASSERTIVENESS * Understand the differences between behaviours * Activity: Definition and characteristics of assertive / aggressive / passive behaviour * Activity: Identifying different behaviours * Understanding how to be more assertive * How to use assertiveness techniques * How to ask for feedback * Activity: Making requests assertively * Activity: Refusing requests assertively 6 TIME MANAGEMENT * The importance of planning for success * The importance of managing interruptions * The importance of having clear purpose * Time management best practices * Activity: How do you plan your time? What prevents you improving your time management? How will you recognise success? 7 PRIORITISATION * How to prioritise work to meet deadlines * The prioritisation matrix * Activity: Post it! 8 DEALING WITH INTERRUPTIONS * The impact interruptions have on productivity * How to manage interruptions * Activity: What interruptions do you experience? * What tactics can be employed to reduce these interruptions? 9 CLOSE * Open forum * Summary * Action planning

This 2-day workshop is offered with an internal and external focus. Day 1 will focus on building your internal network and relationships by focusing on your personal network, your brand, influencing skills and perceptions. Day 2 focuses on your external relationships with suppliers, patient groups etc. This will focus on assertiveness, outcome rather than relationship focus, and influencing and negotiating skills. DAY ONE 1 CAN YOU SUCCEED BY YOURSELF? 2 RELATIONSHIP AWARENESS THEORY 3 THE STRENGTHS DEPLOYMENT INVENTORY / YOUR FACET5 PROFILE 4 BUILDING RAPPORT 5 INFLUENCING POWER BASES 6 ACTIVE LISTENING 7 BUILDING YOUR PERSONAL INTERNAL NETWORK 8 PERCEPTIONS 9 YOUR BRAND DAY TWO 3 PREPARING FOR CONFLICT 2 THE NEGOTIATION CONVERSATION 1 YOUR STAKEHOLDERS AND WHAT THEY WANT FROM YOU 4 INFLUENCING OTHERS 5 YOUR COMMUNICATION APPROACHES FOR SUCCESS 6 EMOTIONAL INTELLIGENCE 7 THE TRUST MODEL 8 KNOWING YOUR OUTCOMES

This is an essential programme for members of staff whose role exposes them to aggressive or violent behaviour. 1 WHAT'S HAPPENING? * Issues around us * Risks in context * Personal experiences 2 SAFETY FUNDAMENTALS * Following internal policy and procedure * Personal safety and lone working * Use of technology 3 NIPPING ISSUES IN THE BUD * Recognising early warning signs * Avoiding causing problems for ourselves 4 CALMING - REACHING - CONTROLLING * Tips and techniques for potentially calming a situation * Reaching and building rapport * Accelerants - tips on avoiding accelerating a situation * Assertiveness techniques * Non-verbal behaviour * Active listening and the use of questions and distractions * Exploring ways forward and identifying win/wins * Avoiding the secondary argument * Fogging * The 'drama triangle' * If all else fails... 5 HARASSMENT, STALKING AND ON-LINE BULLING * What constitutes harassment and definition of stalking * On-line bullying * Steps to take 6 REPORTING PRINCIPLES * Importance of incidence reporting * Taking care of us * What next?

This is an essential programme for members of staff whose role exposes them to aggressive or violent behaviour. 1 WHAT'S HAPPENING? * Issues around us * Risks in context * Personal experiences 2 SAFETY FUNDAMENTALS * Following internal policy and procedure * Personal safety and lone working * Use of technology 3 NIPPING ISSUES IN THE BUD * Recognising early warning signs * Avoiding causing problems for ourselves 4 CALMING - REACHING - CONTROLLING * Tips and techniques for potentially calming a situation * Reaching and building rapport * Accelerants - tips on avoiding accelerating a situation * Assertiveness techniques * Non-verbal behaviour * Active listening and the use of questions and distractions * Exploring ways forward and identifying win/wins * Avoiding the secondary argument * Fogging * The 'drama triangle' * If all else fails 5 HARASSMENT, STALKING AND ON-LINE BULLING * What constitutes harassment and definition of stalking * On-line bullying * Steps to take 6 REPORTING PRINCIPLES * Importance of incidence reporting * Taking care of us * What next?

The principles of effective time management are applicable to all aspects of life. When successfully applied in a sales environment they can lead to improved performance, higher sales and increased customer satisfaction. All salespeople would benefit from learning the tools and techniques to introduce impactful time management to their working lives. We have developed this programme to be practical, fun and interactive. Participants will better understand how to increase the amount of time spent on high-value sales activities, be able to improve their self-motivation and ability to get more done, and be better able to plan, delegate and speed up routine tasks. This course will help participants: * Learn key principles of managing sales priorities, meeting targets and getting 'everything' done! * Learn proven techniques for structuring your day, week and normal routine * Develop effective sales time management at the office and on the road * Learn a seven-step process for setting goals and objectives in your work and personal life * Understand how to make time for sales prospecting, designated call days * Understand practical ways to improve your time management 1 KEY PRINCIPLES OF SALES TIME MANAGEMENT * Course objectives and review of time log * Essential principles of sales time management * How do you use your time now? * Reviewing your working day (from pre-course survey) * Beliefs and feelings about time 2 MANAGING SALES PRIORITIES AND PLANNING SYSTEMS * Managing priorities and planning systems * Use organised persistence to plan your sales activity * Planning your territory and prospecting activity * How to use priority ratings not urgency to react to tasks 3 DEALING WITH DISTRACTIONS AND COMMUNICATION SKILLS * Know your time 'bandits' and creating more positive habits to overcome them * Making time by saying 'no' assertively and managing expectations * Assertiveness techniques for handling colleagues and clients * Making meetings worthwhile - preparation and planning 4 SALES GOAL SETTING AND ACTION PLANNING * Set clear, concise, and motivating sales goals and action plans * How to set and use goal setting as way of managing your time and increasing results * The principles of linking SMART objectives to action plans and daily activities 5 CREATING RESULTS FOCUS - EVERY DAY, WEEK, AND MONTH * Batch sales tasks together, starting with emails * Planning your day and week and protecting sales 'prime' time * Apply the 80/20 to your sales contacts, clients, and prospects 6 OVERCOMING PROCRASTINATION AND STRUCTURING YOUR DAY * Understanding procrastination, what it is and how to recognise it in yourself and others * How to stop procrastinating and start making progressing * Build a power prospecting hour into every day * Smart stuff to make more sales time: five automated tools * Live the $64,000 dollar question

The often-used phrase, 'just the receptionist', completely misrepresents the role. An excellent receptionist is a most valuable resource for any organisation. This programme has been designed specifically to deal with the essential skills necessary to represent the organisation to the best possible effect. It will also help you get the most out of your working day. There are six key reasons to take part in this workshop. It will help you: * See your role in a new light * Develop your communication skills * Deal with different types of customer and situation * Boost your confidence * Cope in a pressurised environment * Get more satisfaction from your working day 1 INTRODUCTION * Workshop objectives and personal objectives * The challenges of 21st century communication * What makes an excellent point of Reception? And why is it so important? * Who and where are our customers? * As a customer, how do you like to be treated? * What makes people feel valued? * Objective and subjective aspects of customer service * 'Micro moments' that shape the relationship 2 COMMUNICATION ON RECEPTION * Definition of communication * Barriers to good communication * The 'recipe' of verbal, vocal and visual aspects of communication * Differences between communicating face-to-face and on the telephone * Communication 'leaks' * The primitive human response * The impact of visual communication - body language, gesture and facial expression * Voice - tone, speed, volume, pitch, clarity, inflection, pacing * Words - positive words and phrases compared with negative terminology * Professional greetings face-to-face * Steering the conversation with effective questioning 3 TELEPHONE EXCELLENCE * How we use the telephone * Qualities of the telephone * Non-verbal communication on the telephone - what aspects can be 'seen' by the other person? * Professional telephone etiquette * Taking and leaving messages - key points that can help customers, colleagues and the organisation * Clarifying information 4 LISTENING SKILLS FOR ACCURACY AND RELATIONSHIP BUILDING * How accurate are your listening skills? * What are the challenges for accurate listening? * Active / empathetic listening 5 CREATING A RAPPORT BY 'STYLE FLEXING' * Understanding how different people communicate * Shaping our message to the other person so that they feel understood * How changing situations can alter communication needs 6 CONFIDENCE AND ASSERTIVENESS * Recognising different styles of behaviour - aggressive, passive and assertive * Qualities of assertive communication - verbal, vocal and visual * Assertive techniques - basic, persistence, negotiation / empathetic * Demonstrating confidence 7 COPING IN A PRESSURISED ENVIRONMENT * Words - the most useful ones to use with stressed people and identifying the 'red rag' words * Challenging situations - what do you find difficult and how do you respond? * Dealing with outbursts of anger * Bringing non-stop talkers back from their tangent * Constructive ways to say 'no' 8 PULLING IT ALL TOGETHER * Action plans * Summary of key learning points

At times, everyone involved with a business will find themselves in a position where they are faced with difficult decisions. Being able to deal with these situations effectively and confidently is an important interpersonal skill. This is especially true for managers who will be forced to make tough decisions on a regular basis, but need to ensure that the business continues to perform both during and after the difficult decisions have been made. The manner in which they approach and implement these decisions can sometimes be the difference between success and failure. -------------------------------------------------------------------------------- COURSE SYLLABUS THE SYLLABUS OF THE DEALING WITH DIFFICULT SITUATIONS WITH CONFIDENCE COURSE IS COMPRISED OF FOUR MODULES, COVERING THE FOLLOWING: MODULE ONE SELF AWARENESS * Attitude towards challenges - self-resilience * Going into a challenging scenario - how to prepare * Recognising the signs of contention * Giving feedback constructively MODULE TWO HAVING DIFFICULT CONVERSATIONS WITH CONFIDENCE * Behaviour labelling - preparing the approach * Assertiveness techniques * Dealing with a difficult issue focussing on behaviour & consequences * Keeping objective and professional throughout MODULE THREE EXAMINING YOUR PREFERRED COMMUNICATION STYLE * Recognising the different communication styles * Analysing your preferred style - Paradigm FitIn Profiler review * Identifying the most appropriate situations for each style MODULE FOUR HELPFUL INTERPERSONAL SKILLS * Effective questioning techniques * Active listening * Body language * Recognising and dealing with behaviours * Displaying and creating positive attitudes * Remaining Assertive and in control

The 'golden rule' of negotiation is simple - don't! But life's rarely that simple and very often we do have to negotiate, particularly if we want to win the business and especially if we want to win it on our terms. Such negotiations are crucial. We need to prepare for them. We need a strategy, and the skills to execute it. Does your team have a structured approach? Is it flawlessly executed, every time? Or is there room for improvement? This programme will help them master the six fundamentals of closing better business: Manage all these elements well and you will win more business, more profitably. This course will help participants: * Negotiate from a position of partnership, not competition * Deal more effectively and profitably with price objections * Identify and practise successful sales negotiating skills * Identify strengths and weaknesses as a sales negotiator * Understand different types of buyer behaviour * Learn to recognise negotiating tactics and stances * Apply a new and proven structure to their business negotiations * Identify and adapt for different behavioural styles * Be alert to unconscious (non-verbal) communication * Prepare and present a proposal at a final business negotiation stage * Project confidence and exercise assertiveness in all sales negotiations 1 PLANNING FOR SUCCESSFUL BUSINESS NEGOTIATIONS This session introduces the concept of business negotiation and looks at its importance in the context of the participants' roles and activities. It briefly examines why we negotiate and the dynamics involved. Session highlights: * What kind of a negotiator are you? * Negotiation skills self-assessment and best practice * How to establish roles and responsibilities for both parties * How to identify and set objectives for both buyer and seller * How to research and establish the other person's position (business negotiation stance) 2 HOW TO STRUCTURE YOUR NEGOTIATIONS This module presents an eight-step framework or structure for use in negotiations and considers how best to prepare and plan your negotiations within the context of a supplier/customer relationship or business cycle. It also includes a brief review of legal responsibilities and what constitutes a 'deal'. Session highlights: * Learn and apply a formal structure to use when negotiating * How to establish short- and longer-term objectives and opportunities * How best to plan, prepare and co-ordinate a major business negotiation meeting, or on-going negotiations * Understanding of basic legal and organisational requirements 3 VERBAL NEGOTIATION SKILLS This session examines the human and communication dynamics inherent in any negotiation situation. It emphasises the importance of professional skills in preparing for a negotiation by identifying needs, wants and requirements accurately and by qualifying the competitive and organisational influences present. Session highlights: * How to fully 'qualify' the other party's needs, requirements and constraints during the negotiation process by using advanced questioning and listening skills * How to pre-empt negotiation objections by promoting and gaining commitment to options, benefits, value and solutions * How best to propose and suggest ideas, using drawing-out skills 4 NON-VERBAL NEGOTIATION SKILLS This module highlights how different personal styles, corporate cultures and organisation positions can influence events, and demonstrates practical methods for dealing with and controlling these factors. It also examines key principles of body language and non-verbal communication in a practical way. Session highlights: * Gaining rapport and influencing unconsciously * Understanding the importance of non-verbal communication; reading other people's meaning and communicating effectively as a result * Ensure that non-verbal behaviour is fully utilised and observed to create maximum impact and monitor progress (eg, buying signals) * Recognising that business negotiations are precisely structured and agreements gained incrementally 5 PROPOSING AND 'PACKAGING' This session highlights how best to present and package your proposal. It looks at how to pre-empt the need for negotiating by creating minor-options and 'bargaining' points, as well as how to manage the expectations and perceptions of the customer or buyer. Session highlights: * How to identify the key variables that can be negotiated * The power and use of 'authority' within your negotiations * How to structure and present your proposal, ideas or quotation to best effect * The importance of when and how to identify and influence buyer's objections 6 DEALING WITH PRICE This module highlights how to best present and package price within your proposal or negotiation. In most cases, price has more to do with psychology than affordability and preparation and careful handling are essential. Session highlights: * The three reasons that people will pay your asking price * How to set price in a competitive market * The key differences between selling and negotiating * Ten ways to present price more effectively and persuasively 7 GETTING TO 'YES': TACTICS AND STRATEGIES There are many different tactics and strategies common to successful negotiators. This session looks at those that are most appropriate to the participants' own personal styles and situations. The importance of 'follow-through' is also explained and how to deal with protracted or 'stale-mate' business negotiations. Session highlights: * How to negotiate price and reduce discounting early in the process * How to recognise negotiating tactics and strategies in your customer or supplier * Key strategies, techniques and tactics to use in negotiation * The importance of follow-through and watching the details * How to deal with stalled business negotiations or competitor 'lock-out' 8 CASE STUDIES AND REVIEW This session examines a number of different situations and participants discuss ways to approach each. This will allow learning to be consolidated and applied in a very practical way. There will also be a chance to have individual points raised in a question and answer session. Session highlights: * Case studies * Question and answer * Planning worksheet * Negotiation 'toolkit' and check-list 9 PERSONAL ACTION PLANS Session highlights: * Identify the most important personal learning points from the programme * Highlight specific actions and goals * Flag topics for future personal development and improvement

Negotiation is an everyday challenge for some whether it be in the office, field or at home. Have you ever walked away from a situation thinking "if I'd only put my thoughts, side, opinion or words across better"? This 2-day course is perfect for managers, supervisors and sales people. It will focus on negotiation skills and the techniques that go with it. In this energy-charged provision you'll learn and practice negotiation, assertiveness and influencing techniques. -------------------------------------------------------------------------------- Course Syllabus The syllabus of the Effective Communication and Influencing course is comprised of seven modules, covering the following: Module One An Introduction to Negotiation * Assessment of your current sales and negotiation strengths and improvement areas * What is negotiation? * Identifying objectives and all factors affecting negotiation * The negotiation model - the four stages Module Two The Preparation Stage * The significance of preparation and why we need to prepare * What do you need to prepare? * Preparing a set of objectives: yours and theirs * Understanding constants and variables * Researching the other party * Creating a "win-win" situation * Preparing yourself for possible set-backs and objections Module Three The Discussion Stage * The importance of rapport building * Opening the negotiation * The power of effective questioning techniques * Improving your listening skills * Controlling emotions * Spotting the signs - non-verbal communication and voice clues Module Four The Proposing Stage * Stating your opening position * Responding to offers * How to deal effectively with adjournments Module Five The Bargaining and Closing Stage * Making concessions - the techniques * Adopting key bargaining skills * Dealing with objections and underhand tactics * Closing techniques * Confirming the agreement * Creating long term, lasting commitment -------------------------------------------------------------------------------- SCHEDULED COURSES Unfortunately this course is not one that is currently scheduled as an open course, and is only available on an in-house basis. Please contact us for more information.

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